Refund & Returns

Last updated: October 4, 2026

At a glance

Situation	What happens
Before your order ships	Cancel any time for a full refund.
After your order ships	The order can no longer be cancelled. Shipped products are not returnable.
Damaged, broken, incorrect, or missing item	Report within 7 days of delivery with photos → free replacement (refund if no replacement is available).
Lost in transit	No delivery scan within 14 days of shipping → one free reship (refund if out of stock).
Tracking shows delivered, but you cannot find it	Not replaced or refunded by us; we help you file a carrier claim.
We cancel your order	Full refund.
Wrong or undeliverable address you entered	Reshipping is at your cost; see the Shipping Policy.

Cancellations

You can cancel an order for a full refund at any time before it ships. Once an order has shipped, it can no longer be cancelled.

If we cancel an order for any reason (including eligibility we cannot confirm, a restricted destination, or stock problems), we refund it in full.

Returns

Because we cannot confirm how a vial was stored or handled once it leaves our control, shipped products are not accepted for return and returned items are never resold.

This applies to opened and unopened products alike, and it does not affect the remedies for damaged, incorrect, missing, or lost items below.

Damaged, incorrect, or missing items

If an item arrives damaged, broken, or incorrect, or an item is missing from your package, email us within 7 days of the carrier’s delivery date. Include your order number and clear photos of the outer box, the inner packaging, and each affected vial label, and keep all packaging until the claim is closed. When a claim is confirmed, we ship a replacement at no charge; if a replacement is not available, we refund the affected item(s).

Lost packages

A package counts as lost if it has no delivery scan within 14 days of the ship date. For a lost package we reship the order one time at no charge, or refund it if the items are out of stock. If carrier tracking shows a package as delivered, we cannot replace or refund it, but we will help you open a claim with the carrier.

How to make a request

1. Email support@w2p2.shop with your order number and a short description.
2. For damaged, incorrect, or missing items, attach the photos described above.
3. We reply within 2 business days with next steps. If we need anything sent back (for example a wrong item), we provide a prepaid label; never return products without our written instructions.

Refund method and timing

Approved refunds go back to the original payment method within 5 business days of approval. Your bank or card issuer may take a few extra days to post it. We do not charge restocking fees.

Shipping costs

When we make a mistake (damaged, incorrect, missing, or lost items), replacement shipping and any return shipping are on us. Original shipping charges are refunded when we cancel an order or refund a lost order.

Payment disputes

If something is wrong with an order, please contact us first; most problems can be fixed faster that way than through a card dispute. If a dispute is opened on an order that was delivered as described, we will respond to it with our order, attestation, and shipping records.

Related policies: Shipping Policy · Terms of Sale · Research Use Disclaimer

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Questions about this policy: support@w2p2.shop